Senior Manager, Fashion Retail Tech Strategy

About the role:

As a Senior Manager, Project Management within the Fashion Technology Strategy team, you will lead the delivery of strategic technology initiatives that enhance the tools, systems, and capabilities powering our US Fashion boutique network. You will own a portfolio of high-impact programs from shaping through execution, driving measurable improvements in retail operations, equipping boutique teams with modern digital tools, and ensuring a seamless experience for teams and clients alike.

You will lead flagship programs such as the rollout of a next-generation point-of-sale (POS) solution, the deployment of AI-enabled labor scheduling tools, and broader efforts to optimize boutique operations through technology. Acting as a trusted partner to Boutique Excellence, Client Engagement, and Technology teams, you will support program development, help shape overall solution strategy, and orchestrate cross-functional workstreams - guiding project teams, vendors, and delivery partners to outcomes that create lasting business value.

This role requires a minimum of 8 years of project and program management experience, including a track record of leading technology initiatives in retail or retail operations environments. You are curious and collaborative, as well as a confident, decisive leader — someone who operates with autonomy, sets direction amid ambiguity, and elevates the teams around you through coaching, structure, and example. Deep experience with POS systems, in-store technology platforms, or retail workforce tools is highly valued, and fluency in Agile or hybrid delivery methodologies, Atlassian project management tools (Confluence & JIRA), and executive-level communication at the intersection of business and technology are essential.

What impact you can create at CHANEL:

• Strategic Alignment:
  • Shape and champion the strategic direction for boutique technology programs as part of the Fashion Technology Strategy team, ensuring the portfolio aligns with CHANEL’s retail and client experience goals and advising on prioritization, sequencing, and investment trade-offs.
• Program Leadership & Execution:
  • Own end-to-end program planning, execution, and monitoring across multiple concurrent workstreams, directing collaboration with Tech teams and vendors and holding delivery partners accountable for impactful, on-time delivery of high-quality outcomes.
  • Anticipate, assess, and manage program-level risks and interdependencies through a business lens; set mitigation strategy with Tech partners and make timely decisions - escalating with recommendations, not just open issues - to protect business value and ensure program success.
• Establish and Align Program Scope:
  • Lead business, retail, and technology teams in defining program scope, objectives, and KPIs; arbitrate scope and priority trade-offs and ensure deliverables create measurable value at the boutique level.
• Business Requirements and Solution Design:
  • Build strong relationships with the Boutique Excellence organization, boutique field leadership, retail teams, global and local IT, and external partners to understand needs while also serving as a recognized point of accountability for program direction and success.
  • Guide stakeholders in shaping expectations and priorities, translating ambiguous business needs into clear, structured requirements and a coherent solution vision.
  • Direct and quality-assure the translation of retail business requirements into structured documentation, including:
    • Business requirements
    • Process flows
    • User stories
  • Lead solution design decisions in partnership with Tech, ensuring alignment with business priorities, retail operational needs, and long-term strategy.
• Cross-Functional Leadership:
  • Serve as a key liaison and decision-making bridge between retail business teams and technology delivery teams.
  • Design and lead workshops, working sessions, and steering forums to align stakeholders, resolve competing priorities, and drive timely decisions.
  • Champion retail stakeholder needs throughout program lifecycles, ensuring the business voice carries weight in prioritization and design decisions.
  • Own communication for the program portfolio — delivering clear, timely updates on progress, risks, and achievements.
• Program Governance & Documentation:
  • Establish governance standards and ensure program documentation and workstreams are maintained to a consistently high standard using tools such as Jira and Confluence.
  • Collaborate with Tech partners on the preparation of program status updates, leadership materials, and steering committee presentations, to shape both content and narrative.
  • Oversee program-level risk management, resolve escalated issues, and direct mitigation strategies to maintain alignment and safeguard business goals.
• Change Management & Adoption:
  • Partner with relevant retail stakeholders on the development of user acceptance testing strategy and validation of new capabilities, ensuring readiness criteria are met before launch.
  • Enable Boutique Excellence teams to drive adoption of new systems and tools, removing barriers and securing sponsorship.
  • Support Boutique Excellence teams with the change management and user adoption strategy for boutique teams, ensuring smooth transitions and maximizing the impact of new technology solutions.
• Continuous Improvement:
  • Translate insights from boutiques, clients, and technology trends into a forward-looking improvement agenda, shaping future program opportunities and informing investment recommendations.
• Team Leadership & Mentorship:
  • Provide direction, coaching, and mentorship to cross-functional team members, raising the standard of project management practice across the team.
  • Model effective delivery leadership — setting expectations and fostering accountability in support of the broader Fashion Technology Strategy organization.

You are energized by:

• Seeing the big picture while connecting the dots on complex problems, bringing sharp judgment, a keen eye for detail, and strong problem-solving skills.
• Leading large-scale technology transformations that make a meaningful difference for boutique teams and clients.
• Influencing and aligning diverse teams across functions and regions, building trusted partnerships across Fashion and Technology — including with senior leadership.
• Tackling complex challenges in fast-paced, ever-evolving retail environments.
• Driving innovation—identifying and implementing solutions that set new standards for luxury retail.
• Championing change and coaching teams and stakeholders through digital transformation journeys.
• Creating a culture of continuous improvement and accountability, where feedback and fresh ideas are valued.
• Delivering excellence—ensuring technology works seamlessly in support of CHANEL’s client experience and relational promise.

What you will bring to the team:

• Proven experience leading large, complex technology programs end-to-end, ideally in luxury retail or boutique environments.
• Advanced program and project management skills, with a track record of success in highly complex, multi-stakeholder environments.
• Proven ability to lead through ambiguity, make sound decisions with incomplete information, and adapt strategy to evolving business needs.
• Deep expertise in stakeholder management, change management, and user adoption, including experience influencing senior executives.
• Outstanding communication and interpersonal skills; ability to engage, persuade, and present credibly to technical, non-technical, and executive audiences.
• Strong analytical, organizational, and problem-solving abilities, balancing strategic perspective with excellent attention to detail.
• Experience mentoring, coaching, or guiding project managers and project teams, with a demonstrated ability to elevate delivery standards..
• A passion for retail excellence, technology innovation, and delivering exceptional client and team experiences.
• Curiosity about luxury retail operations and emerging retail technologies.
• Experience with Atlassian tools (Jira, Confluence) preferred.
• A high level of proficiency in Microsoft 365.

Position Logistics:

If there are unique characteristics about a job’s responsibilities or requirements, we must list them transparently for candidates to see before applying. Ideally, position logistics will share travel requirements, if any lifting is required, if a role is hybrid or has direct reports, or requires any unique qualifications or commitments.

• Partially Remote: Role requires a minimum of three days in-person office presence at the NYC Office
• 8+ years of project and program management experience leading highly cross-functional initiatives in complex environments, including experience guiding or mentoring other project managers
• Project management certification (e.g., PMP) preferred
• Retail and retail operations experience strongly preferred
• Travel requirements: Minimal (less than 10%), ad hoc

Compensation:

• The anticipated base salary range for this position is $87,500 through $130,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing, 2-week August Office Closure and a wellbeing fund.
• Family and caregiving benefits (inclusive of parental leave, fertility support, Milk Stork, and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
• Life insurance, Accidental Death & Dismemberment, Short-term Disability, Long-term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking